Director, IT Delivery & Solutions

WSP•United States,

9h•$119,000 - $193,000•Hybrid

About The Position

The Director, IT Delivery & Solutions is a senior technology leadership role responsible for defining, shaping, and overseeing the delivery of technology solutions that enable customer support center operations. Reporting directly to the VP of Technology Delivery, this role provides strategic and technical leadership across the full technology lifecycle—from opportunity development and solution architecture through implementation, deployment, operational transition, and continuous improvement. The Director serves as a senior technology advisor to customers and internal stakeholders, translating business and operational requirements into scalable, secure, and commercially viable technology solutions. The role has significant involvement in bidding, solution development, and customer pursuits, working closely with Sales, Operations, Finance, and other technology leaders to develop solutions that meet customer requirements while aligning with the organization's strategic and financial objectives. The successful candidate will balance strategic leadership with strong technical depth, providing the vision and governance necessary to ensure technology solutions are appropriately designed, effectively delivered, and positioned for long-term operational success.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline; advanced degree preferred.
10+ years of progressive experience in technology delivery, solution architecture, IT leadership, or related disciplines.
Demonstrated experience leading complex enterprise technology implementations and customer-facing technology programs.
Significant experience designing and delivering technology solutions for customer support centers, contact centers, customer experience environments, or similar operational environments.
Demonstrated experience leading technical solution development for RFPs, RFQs, bids, proposals, and major customer pursuits.
Strong experience with enterprise architecture, systems integration, cloud technologies, applications, infrastructure, networking, cybersecurity, and data.
Experience managing or providing leadership across multidisciplinary technology teams.
Experience working directly with senior executives and customer leadership.
Demonstrated ability to balance technical quality, business requirements, delivery risk, and commercial considerations.
Strong financial and commercial understanding of technology solutions, including implementation costs, licensing, vendor relationships, and total cost of ownership.
Excellent executive communication, presentation, negotiation, and stakeholder management skills.

Nice To Haves

Contact center / customer experience platforms
CRM and customer case management platforms
Contact center telephony and cloud communications
IVR and conversational technologies
Workforce management
Omnichannel customer engagement
Call recording and quality management
Customer analytics and reporting
Cloud and SaaS architectures
Enterprise integration and API platforms
Identity and access management
Network and security architecture
High-availability and disaster recovery
AI-enabled customer support technologies and automation
Technology vendor and strategic partner management

Responsibilities

Provide strategic technology leadership for customer support center solutions and related IT capabilities.
Establish technology strategies, standards, and architectural principles that support the organization's customer support center business.
Partner with the VP of Technology Delivery to develop and execute the broader technology delivery strategy.
Define scalable and repeatable approaches for designing, implementing, and supporting customer technology environments.
Evaluate emerging technologies and industry trends and determine their applicability to the organization's customer support operations and service offerings.
Establish technology roadmaps that balance customer requirements, business objectives, innovation, risk, and cost.
Provide executive-level technical guidance and recommendations to senior leadership.
Champion technology modernization, automation, integration, scalability, and operational efficiency.
Own the development and governance of end-to-end technology architectures for customer support center environments.
Translate complex customer business requirements into comprehensive technology strategies and solution architectures.
Provide architectural oversight across applications, infrastructure, cloud, networking, cybersecurity, integrations, data, and operational technologies.
Ensure proposed solutions are scalable, secure, resilient, supportable, and commercially viable.
Establish and maintain architectural standards, patterns, and technology selection criteria.
Lead technology evaluations and make recommendations regarding platforms, vendors, products, and strategic technology partnerships.
Identify architectural risks, technical dependencies, integration challenges, and opportunities for innovation.
Ensure solutions are designed with the complete lifecycle in mind, including implementation, support, maintenance, scalability, and eventual replacement or modernization.
Serve as the senior technology leader for major customer pursuits, RFPs, RFQs, and other business development opportunities.
Partner with Sales and business leadership to understand customer objectives and develop differentiated technology solutions.
Lead the technical strategy and architecture for complex bids and customer opportunities.
Translate customer requirements into solution concepts, architectures, implementation approaches, technology roadmaps, and delivery models.
Provide executive-level technical participation in customer presentations, solution workshops, demonstrations, and negotiations.
Establish technical assumptions, dependencies, scope boundaries, and solution risks associated with proposed solutions.
Provide technical input into pricing, licensing, resource requirements, implementation costs, timelines, and total cost of ownership.
Challenge proposed approaches when necessary to ensure solutions are technically sound, commercially viable, and deliverable.
Establish a clear transition from the pursuit/bid phase into implementation and delivery.
Develop reusable solution architectures, reference designs, and proposal content to improve the efficiency and consistency of future pursuits.
Provide executive oversight of major technology implementations and customer deployments.
Ensure approved solutions are delivered in accordance with architectural intent, contractual commitments, quality standards, and business objectives.
Establish delivery governance, technical milestones, acceptance criteria, and escalation processes for complex implementations.
Provide direction to project, engineering, architecture, infrastructure, application, and vendor teams involved in delivery.
Monitor delivery health, technical risks, dependencies, resource requirements, and critical decisions.
Intervene on significant technical or delivery issues and drive appropriate resolution.
Ensure effective management of scope changes, technical debt, risks, and architectural deviations.
Ensure implementations achieve operational readiness prior to production deployment.
Oversee go-live, stabilization, and transition to ongoing operational support for significant customer environments.
Serve as a senior technology executive and trusted advisor to key customers.
Develop strong relationships with customer executives, technology leaders, and operational stakeholders.
Lead executive-level technology discussions regarding architecture, strategy, delivery, risks, and future capabilities.
Translate complex technical concepts into clear business implications and recommendations.
Establish credibility with customers through a strong understanding of their business, operating model, and technology environment.
Proactively identify opportunities to improve customer outcomes through technology.
Support account growth and customer retention through effective technology strategy and delivery leadership.
Provide leadership and direction to technology delivery teams supporting customer support center solutions.
Establish expectations for technical excellence, accountability, collaboration, and customer service.
Develop and mentor senior technical leaders, architects, engineers, and delivery professionals.
Help define organizational capabilities, staffing models, and resource requirements needed to support growth.
Build a culture of ownership, continuous improvement, and disciplined technology delivery.
Identify skills gaps and develop strategies for recruiting, training, and retaining critical technology talent.
Foster effective collaboration between Technology, Operations, Sales, Finance, Security, and other corporate functions.
Establish repeatable processes and governance that allow the organization to scale delivery without compromising quality.
Establish technology governance practices for major customer implementations and strategic technology initiatives.
Ensure solutions comply with applicable security, privacy, regulatory, contractual, and organizational requirements.
Partner with cybersecurity, infrastructure, and enterprise technology leadership to manage technology risk.
Establish appropriate standards for security, resiliency, disaster recovery, business continuity, and operational support.
Provide executive visibility into material technology risks and remediation strategies.
Ensure architectural and technology decisions are appropriately documented and governed.

Benefits

Medical
Dental
Vision
Disability
Life insurance
Retirement savings
Paid sick leave
Paid vacation (or other personal time)
Paid parental leave
Paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.